Peters, Bruce J. (1992, ASQC) The Consultancy-Q Force, Brisbane, Australia
Quality Management is becoming more important in Australia. Although the Australian Organisation for Quality (AOQ) was founded in 1968, it was not until 1987 that the government made quality management a national priority. Queensland's state transport agency recently began applying quality management to road-building.
It began by introducing quality assurance on tollway construction including designing the systems to National quality standards and training/certifying the auditors. Within two years this concept was extended to all projects, regardless of size. Their next step would be to create a Total Quality system.
A parallel beginning step formed the Operational Audit team, which reviewed all Queensland Transport's system and operations. Deming's "Fourteen Obligations" pointed the way for the team to develop their credibility an problem-solving creativity. With this new approach, they found that the clients began to understand and cooperate with the audit (because their fear was less).
The two initiatives are now in synch -- the audit team works closely with the quality team, both contributing expertise and good ideas for improving quality. Changes are made because the new idea works, not just because something went wrong.
Audits,Australian Organization for Quality,International,Quality management (QM),Total Quality Management (TQM),Transportation Industry